The note tucked inside the box. The page a customer lands on before they renew. The message that arrives just before the next order is due. Each one quietly nudges someone towards staying or leaving.

This role pulls all of those moments together across two brands. It means looking at how customers actually behave, spotting where lifetime value slips away and turning that into ideas that work across every channel, then rallying the right people to bring them to life.

The measure is simple: customers who stay longer and are worth more because of it.

WHO THEY ARE

A portfolio of DTC brands, led by a natural skincare line made for women 45 and over. Two of the brands already sell on Amazon alongside their own direct channels, and the business is now ready to grow well beyond online.

Their culture is shaped by six clear values:

Extreme Urgency. Every second and every possible transformation matters.
Quality Dominance. They make the best products in the world, no shortcuts.
Radical Ownership. If you see a gap, you fill it. You don't wait to be assigned.
Customer Obsession. They're closer to the customer than any other brand.
Unconditional Team Commitment. The team's win is your win. You cover for each other.
Always Find a Better Way. If something can be done 10x better, you propose it.

This is a fully remote, full-time role.

WHAT'S IN IT FOR YOU

The whole journey as your territory. No single channel to defend, just every touchpoint that shapes whether a customer stays.
Plenty left to discover. Retention is at an early stage, so strong ideas get tested and proven quickly.
Support to make it happen. A CRM strategist, campaign execution and in-house creative help turn your plans into reality.
A seat in a bigger transformation. The business is becoming a genuine subscription brand, and retention is where that change will be won.
Credit where it’s earned. Results matter here, and the people who deliver them are rewarded.
Anywhere works. The team is remote, so your best work can happen wherever suits you.

WHAT YOU'RE GETTING INTO

Take ownership of retention across two brands, with lifetime value as the measure behind every decision.
Look closely at how and when customers order, and uncover the quiet moments where loyalty is won or lost.
Shape those insights into inventive ideas that live in the box, on the website, in the inbox and well beyond.
Carry each idea from first spark to launch, bringing together the teams who own every touchpoint along the way.
Help craft a subscription experience so genuinely useful that customers would miss it if it stopped.
Partner closely with the CRM strategist and campaign coordinator, so the big picture and the day-to-day always move as one.
Track what every initiative delivers and let those results point the way to the next opportunity.

WHO YOU ARE

You’ve driven retention for DTC brands, either in-house or from the agency side.
You know the subscription inside out and understand why it calls for a very different playbook from standard ecommerce.
You think beyond any single channel and weigh every idea by what it adds to lifetime value.
You start with the data, letting order timing, frequency and repeat behaviour show you where the real opportunities sit.
You bring fresh, creative ideas and the organisational grip to see them all the way through.
You’re a natural at bringing different teams together and keeping momentum going.

Bonus if you've:

Worked on retention for skincare or supplement brands
Run packaging or in-box initiatives alongside digital channels

WHAT SUCCESS LOOKS LIKE

30 days: Customer behaviour across both brands is mapped in detail, the biggest LTV leaks are pinpointed and strong working relationships with the teams behind each touchpoint are in place.
60 days: A retention roadmap is agreed, and the first cross-channel initiatives are already on their way to customers.
90 days: Those first initiatives are live and measured, and their results are setting the priorities for the quarter ahead.